changed plan and no get no tv at all - infinite loop

Changed to core plan today and now we get no channels at all. Support line just takes us in an infinite loop. Unplug for 10 minutes, plug it back in. Welcome screen, conncecting screen, call us screen.

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XfinityNatalie

Official Employee

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790 Messages

2 days ago

Greetings, user_moh5g5! Thanks for posting on our XFINITY Community forum regarding this recent video issue after changing your service plan. I am sorry to hear you ran into trouble trying to enjoy your new plan. Not to worry, we are here to help! How long ago did you change your service plan? Are you also receiving an error code or message when going through the welcome screen process?

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user_moh5g5

Visitor

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2 Messages

2 days ago

Changed plan today. Later went to watch TV and just saw channel with no broadcast. Called syupport and you get in a loop to unplug wait 10 minutes, plug back in.

Get welcome screen, then connecting screen, then "Something is not quite right" screen with instructions to call 800-xfinity.

Calling xfinity support starts phone loop.

Top of screen says there is a techical problem. Middle of screen says everything is working fine.

Trying to restart remotely says it can't reach the device.

Tech support is two weeks out on scheduling.

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XfinityNatalie

Official Employee

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790 Messages

We can check into this further for you, user_moh5g5. Please send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon click the "New message" (pencil and paper) icon then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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2 days ago

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user_moh5g5

changed plan and no get no tv at all - infinite loop

XfinityNatalie

user_moh5g5

XfinityNatalie

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